New/updated functionality

Zendesk Support sidebar app now allows agents to create contact or lead records in Salesforce based on ticket requester information

When creating a Support ticket in Salesforce, the requester email is no longer a required field

Fixes

Zendesk authentication was failing if there were over 90 entries in remote site settings

Syncing - contact records weren't syncing to Zendesk Support after its related account record was changed

Syncing - fields weren't syncing properly and an error was logged when contact was moved to a different account

Please subscribe to this announcement to receive future notifications on updates to the Zendesk for Salesforce package For more information on the Zendesk for Salesforce package, please see the Zendesk for Salesforce Getting Started guide.

Added a sync status page that will communicate the status of the sync as well as how many records are being synced

Contact/Lead sync (one-time and ongoing) improvements

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Added the ability to filter which Contacts/Leads are synced by Record Type (Enterprise edition only)

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Added the ability to filter which Contacts/Leads are synced by an Contact/Lead drop-down field of your choice

Fixed: In the previous few packages, we broke the intended functionality of the Account Visualforce page matching settings. Now the default match will pull results for all Contacts within an Account as expected.

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*New functionality *

Map Accounts fields to custom org fields for the Account to organization sync

You will only be able to map similar field types - if you don't see the Zendesk field you're looking for in the mapping process, it's probably not an available field type

Note: when mapping a Salesforce picklist to a Zendesk drop-down, the sync will fail unless the picklist values match the drop-down TAG values exactly. I know this is not the best experience and hope to improve this in the future by providing a value mapper.

Fixed

Fixed an issue where having more than 100 drop-downs across Account, Contact, and Lead were not allowing customers to get to the "Zendesk" tab in Salesforce

Please subscribe to this announcement to receive future notifications on updates to the Zendesk for Salesforce package.

New functionality

Map Contact fields to custom user fields for the Contact to user sync; also map Lead fields to custom user fields for the Lead to user sync

You will only be able to map similar field types - if you don't see the Zendesk field you're looking for in the mapping process, it's probably not an available field type

Note: when mapping a Salesforce picklist to a Zendesk drop-down, the sync will fail unless the picklist values match the drop-down TAG values exactly. I know this is not the best experience and hope to improve this in the future by providing a value mapper.

Updated functionality

We've removed the default sync mappings to reduce confusion and unintentional data updates - this will only affect new integration users. (Existing users will still have their existing saved settings.)

We've moved some sections around on the Zendesk tab in Salesforce. The sync sections were getting a bit long, so we've made the ongoing sync toggles their own sections, and the mapping sections for each Account, Contact, and Lead separate sections to help reduce confusion.

Fixed

Fixed an issue where converted leads were causing the sync to fail

Some customers have reported that their Integration Logs are getting too big. We are working on a fix for this (but it's not available yet). In the meantime, here are instructions for how to remove up to 10,000 logs at a time. We also recommend that unless you are actively trying to troubleshoot an issue, you leave the Logging Level at "Error" rather than "Debug."

Within the Developer Console window, across the bottom, click on the "Query Editor" tab

Copy and paste this SOQL query into the window below the tab:

SELECT Count() FROM Zendesk__ZendeskLog__c 3. Click on the "Execute" button in the bottom left corner 4. After it runs, near the top of the page, you'll see a blue bar that says "Query Results - Total Rows <number of records>"

New/updated functionality

Fixed

Fixed a major bug where duplicate organizations were being created in Zendesk for a subset of customers. This was only occurring for customers that had a Workflow Rule created on the Account object.

Some customers who left their logs on were not able to access Integration Logs due to having too many log entries. We've introduced a setting that allows you to limit the number of logs you collect by number of weeks. We'll automatically clear out any logs that are older than this.

Fixed an issue where customers were unable to map fields marked as an "external id" as a tag for sync

Fixed an issue where customers on Salesforce Group and Professional editions were unable to kick off a bulk sync (RecordType ID error)

Rather than using global (Zendesk tab) credentials, the ongoing user and org sync was attempting to use the personal credentials of the user making the change. This has now been fixed to always use the global credentials.

On Accounts that contain a space in the name field, the Visualforce Page was searching for only the part of the name before the space, causing issues with similarly-named Accounts. This has now been fixed to use the entire Account name.

When Account sync is disabled and Contact sync is enabled, in certain situations an update to a Contact caused the Account sync to run. This has now been fixed - Accounts are never synced when the Account sync is disabled.

We've introduced a debugger module. If you've experienced an issue, you can click on "Export Debug Data" and attach the resulting csv to your ticket with Zendesk Support. We hope it will speed up troubleshooting time and reduce all of the back and forth questions.

Now you can opt-out of creating Contacts and Accounts in Salesforce when you send in Zendesk Tickets.

Now you can set a default Account to use when you send in Zendesk Tickets with no organization. If there's no organization on your ticket and we create a new Contact for the requester, we'll associate the Contact with the default Account.

We removed some old settings sections from the page... it was getting a bit crowded.

Fixed

Fixed an issue where customers on Salesforce Group and Professional editions were unable to install the package.

In some cases, Leads were syncing even when the filters were set such that no Leads should sync. Now, Lead syncing respects filters even when no matches are found.

For Account sync, if "domain mapping" was set to None, the email domains were being removed from organizations. This has been fixed.

If your account has over 100 macros, no macros were being displayed while editing / creating tickets. Now, up to 100 macros will display regardless of the total amount.

In some parts of the interface, the names of statuses were inconsistent. This has been fixed.

Now if you change the email address on a Contact or Lead that's previously been synced, we'll add that email address to the Zendesk user record as the primary identity and verify it. All other identities will remain on the user record.

In some rare cases with very large organizations, the error "Too Many DML rows: 10001" was cropping up during the bulk sync process. To help remedy, you can now adjust the size of batches before kicking off a bulk sync. The default size remains at 1000. If you do run into this issue, I encourage you to explore other options outside of the out-of-the-box integration's bulk sync due to the size and complexity of your instance.

In some cases, Zendesk errors were cropping up while running tests before deploying changesets. We've made some changes to help mitigate this issue. While we certainly hope the changes will fix all reports, it is possible that additional investigation will be required on a case-by-case basis.

We added support for multiple organizations - now if you're using multiple organizations in Zendesk, we'll simply add a new organization to users during the ongoing sync process rather than replacing all organizations.

(Group & Professional) We've added a section to the settings page to easily show you if you've missed adding any required fields to your layout.

Fixed

If an Account had a Zendesk Organization ID matching a since-deleted organization, the Account was no longer being synced with Zendesk

In certain situations, customers were seeing multiple ongoing sync failures with some Salesforce users, but not all. This happened when significant changes were made to mapped Salesforce fields (like deleting or undeleting them).

When set to the "default" setting, Account Visualforce Pages were not displaying all tickets whose requesters were Contacts on that Account. In some cases, no results were displayed, but a result count was present.

In some cases, customers were getting an error when trying to export the debug log for support.

The ongoing sync was not removing values from fields in Zendesk when the value was removed from the mapped Salesforce field.

IMPORTANT INSTRUCTIONS FOR UPGRADE

Due to a change in how Salesforce allows packages to remove components, you will need to perform a two-step upgrade to the Salesforce integration. You cannot simply install the new package from AppExchange.

Added support for Multibrand—now the brand field will be displayed on your tickets.

When setting up Accounts and Contacts syncing, we've added the ability to map the values of your Salesforce picklists to the values of your Zendesk drop-downs. This means you're no longer required to have your Salesforce values match your Zendesk tags exactly.

We've moved a few things around and have also updated the layout of your sync settings on the Zendesk tab

Fixed

Customers could not save tickets when due date was set

Domain values did not sync from Salesforce to Zendesk

Custom ticket field mapping in SFDC could not handle >100 fields

Last Sync Date and Last Sync Status did not populate during ongoing sync

Visualforce page status filter was missing "On Hold"

Customers received "Attempt to dereference a null object" error during the ongoing Account sync

Customers could not deploy new code to production due to old API versions

Visualforce Page only displayed 2 pages of tickets or incorrect number of pages

During Contact/Lead ongoing sync, tags being synced replaced all tags in Zendesk

Customers received "Too many values" error from Zendesk during bulk sync

Ongoing sync continues to use old tag mappings, even after they're removed

IMPORTANT INSTRUCTIONS FOR UPGRADING from 4.3.4 or an earlier version

Due to a change in how Salesforce allows packages to remove components, you will need to perform a two-step upgrade to the Salesforce integration. You cannot simply install the new package from AppExchange.

New/updated functionality

No new functionality this time

Fixed

Account sync was failing if a numeric field was mapped to Zendesk and that field contained a null value in Salesforce. This has now been fixed.

Previously, if any Salesforce fields that had been mapped for syncing were deleted from Salesforce, the settings page became unreachable and syncing failed. Now mappings for deleted fields are removed automatically.

If at least one Record Type existed, but none were active, the Account sync did not work. This has been fixed.

When creating a ticket from Salesforce, although the ticket was created successfully, an error was being logged for "Unknown field: Zendesk.ZendeskStructure.zBrand.is_deleted." This error has been resolved.

When creating or updated tickets from Salesforce, some values (like priority) were not being updated in Zendesk. This has been fixed.

Customers with drop-downs containing >1000 field options saw a broken page when editing or creating tickets. Going forward, fields with >1000 options will not be displayed on these ticket pages.

When sending tickets into Salesforce using the Zendesk Ticket object where the requester had no email address, the integration was incorrectly linking the ticket to the first Contact in Salesforce with no email address. Now, if you've enabled Contact and Account creation, we'll create a new Contact for a requester with no email address.

On-going sync failed when filtering on record type

New/updated functionality

Added support for Zendesk ticket forms. When creating a new ticket from Salesforce users can now choose which form to use. Only fields on the relevant form will be displayed when editing a ticket enabling a leaner look.

Improved security by adding a new authentication method - OAuth.It's more secure and easy to setup. It will replace previous authentication methods

Fixed

"Priority" field on the ticket was not displayed correctly in Salesforce

Salesforce users are now able to add attachments to ticket comments. The attachments will be stored in Zendesk Support.

From this version the integration supports only OAuth authentication as it's a more secure and simple authentication method. Customers using older methods will need to authentication to Zendesk after the installation.

Zendesk branding was updated.

Fixed

If no email address is set for Account/Contact/Lead search was returning the wrong tickets.

Ticket Form name was not visible in Salesforce.

Host mapped URLs were incorrectly handled.

Custom ticket fields were not shown on the visualforce page when on Zendesk Support Professional Edition.

To enable syncing of Salesforce Contacts with same email address to Zendesk Support, the integration now makes use of a feature called multi-organizations. This allows us to represent Salesforce contacts in Zendesk Support as a single user related to multiple organizations. Read more

New logging mechanism and UI that surfaces issues with background processes of the integrations like Bulk Sync and Ongoing sync.

Salesforce Remote Sites sites are now automatically configured after the user links a Support domain.